SWS
Scope & Case Handling Quiz
Welcome to the Scope & Case Handling Quiz! This quiz is designed to assess your understanding of the processes involved in managing and reviewing cases effectively. Whether you're a team member or a professional in the field, this quiz will help you test your knowledge and improve your skills.
- 6 engaging questions
- Multiple choice format
- Instant feedback after each question
In the Scope process, what are the 4 steps that need to be reviewed?
Subject and contact name
Country
Original email chain
Attachments
Case History
All the above
What are the things that you need to validate while processing your case?
Case comments
Posts
Requester and EE's information
Duplicate cases
Security questions
All the above
What are the ways to search for a duplicate case?
In the contact case history
In the employee's case history
By EID in the search bar
By Subject in the search bar
All the above
By searching with the EID of a colleage of the EE
By searching the EID on the KA searchbar
The limit does not exist
Once you have reviewed the scope of the case, validated the information, and categorized the case what is the next step in your case handling?
Investigation
Validate in Pes
Validate in other tools
Search for a KA
Mark a BIQ if necessary
Look for a template response
Send an aswer without investigating
All the above
Once you have the answer what elements are key in your communication?
Grammar and Spelling
Responding from any email in the chain
Not sending updated until you have an answer
Using your signature
Only answering the relevant questions in the email chain
Keeping the attachements used in your PC
Pushing to self service
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